Online Thesis Search Results

TITLE
CERTIFICATE
DECLARATION
ACKNOWLEDGEMENT
CONTENTS
LIST OF TABLES
LIST OF FIGURES
1. INTRODUCTION
1.1 Statement of the Problem
1.2 Objectives of the Study
1.3 Methodology
1.3.1 Nature and Sources of Data
1.3.2 Sampling Design
T1 Table Showing Sampling Design
1.3.3 Tools for Data Collection
1.3.4 Analysis of Data
1.4 Necessity and Relevance of the Study
1.5 Review of Literature
1.6 Operative Definitions
1.7 Limitations of the Study
1.8 Scheme of the Study
2. SERVICES MARKETING -AN OVERVIEW
2.1 Services - The Concept
2.2 Services - Features
1. Intangibility
2.Inseparability
3. Heterogeneity
4. Perishability
5. Ownership
6. Fluctuating Demand:
1. End user
2. Service tangibility
3. People based services:
4. Expertise / Professionalism
5. Profit Orientation
2.4 Marketing of Services
2.5 Need for Services Marketing
1. Increase in the Disposable Income
2. Increasing Specialisation
3. Changing Lifestyles
4. Professional Excellence
5. Information Explosion
6. Sophistication in Market:
7. Increasing Governmental Activities:
2.6 Service Industries: The Marketing Response
F1 The Triangle Model of Services Marketing
2.7 Service Marketing Mix
F2 The Pyramid Model of Services Marketing
2.7.1 The Product in Service
2.7.2. Price in Services
2.7.3. Promotion of Services
F3 The Proposed Hierarchy of Effects (TAIDA) Model for Services
2.7.4 Place Decisions in Services
2.7.5 Peopleinservices
2.7.6 Service Process Design
2.7.7. Physical Evidence in Services
2.8 Service Quality
2.8.1. Evaluation of Service Quality
F4 Service Quality Perception Diagram
2.8.2 Dimensions of Service Quality
1. Reliability:
2. Willingness:
3. Assurance:
4. Empathy
5. Tangibles:
2.9 Development of New Services
F5 Major Stages in New Service Development
1. Idea generation
2. Screening the idea
3. Concept Development and Testing
4. Business Analysis
5. Service Development
6. Market Testing
7. Commercialisation
2.10 The Life Cycle Concept of Services
Introduction Stage
Growth Stage
Maturity Stage
F6 Service Life Cycle
Decline Stage
3. CONSULTANCY SERVICES- PRINCIPLES, PRACTICES AND PROCEDURES
3.1 Meaning and Definition
3.2 Origin and Development
3.3 Nature of Consultancy Services
1. High Expertise
2. Membership in Professional Bodies
3. Highly Cutomised Services
4. Confidentiality
5. Quality Services
3.4 Role of Consultants
3.5 The Art of Consulting
(1) Strategic Studies
(2) Systems Development
(3) Problem solving
(4) Service Provision
(5) Process Consulting
3.6 The Service Delivery Process
1 Problem Identification
2. Project Planning
3.Data Collection
4. Analysis
5. Diagnosis
6. Recommendations
7. Feed back
8. Implementation
9. Follow up and evaluation
3.7 Consultancy Skills
1. Listening Skills
2. Communication Skills
3. Motivational Skills
4. Problem-solving Skills
5. Decision-making Skills
6. Human relations Skills
7. Time -management Skills
3.8 Consultant-Client Relationship
1. Providing clients with information.
2. Providing clients with techniques.
3. Providing clients with an objective point of view.
4. Providing clients with Problem Diagnosis and recommendation
5. Providing clients with final report and follow up
3.9 Consultant-Client Interface in Consulting
F7 The Personal Selling Process
I. Initial Contact
2. Client Courting
3. Meeting and Proposal
4. Client Negotiation and Closing
5. Client Relationship Management
3.10 Guiding Principles of Consultancy Services
3.11 Technological Development in Consulting
3.12 Emerging Trends
3.13 Future Outlook
3.14 Consultancy Services - Opportunities in Kerala
1. Project Consultancy
2. Architecture and Design Consultancy
3. Interior Design Consultancy
4. Software Consultancy
5. Management Consultancy
6. Investment Consultancy
7. Educational Consultancy Services.
8. Employment / HR Consultancy
9. Event Management Consultancy
3.15 Consultancy Marketing - The Concept
3.16 Need for Consultancy Marketing
1. Growing importance of specialised knowiedge
2. Obtaining Impartial View
3. Enhancing Service Quality
4. Communicating Service Offerings
5. Making the Consultancy Services Productive
6. Adapting to shift in Management Philosophy
7. Bringing necessary change in the Organisation
8. Helping the firm in Decision-making
3.17 Approaches to Consultancy Marketing
1. The marketing-driven approach
2. The market-driven approach
3. The traditional marketing approach
4. The hard-sell marketing approach
5. The client-centred marketing approach
4. ORGANISATION OF CONSULTANCY SERVICES
4.1 Nature of Organisation
T2 Nature of Consultancy Organisations
F8 Nature of Consultancy Organisations
4.2 Age of Consultancy Organisation
T3 Age of Consultancy Organisations
4.3 Location and Area of Operation
T4 Locational Patterns of Consultancy Organisations
4.4 Areas of Consultancy Services
T5 Area of Operation of Consultancy Organisations
T6 Distribution of Consultancy Firms based on Nature of Consultancy Services
4.5 Number of Consultants Employed
4.6 Number of Clients Served by Consultancy Firms
T7 Classification of Respondents on the basis of Number of Consultants Employed
T8 Average Number of Clients Served by Consultancy Firms for the period 1997- 2001
4.7 Capital Investment in Consultancy Firms
T9 Capital Investment in Consultancy Firms
4.8 Number of Employees in the Organisation
T10 Table Showing Number of Employees in Consultancy Organisation
4.9 Revenue Earned by Consultancy Organisations
T11 Average Revenue Earned by Consultancy Organisations
4.10 Factors Contributing to the Growth of Consultancy Services
T12 Factors Contributing to the Growth of Consultancy Services
T12A Ranking of the Factors Contributing to the Growth of Consultancy Services
4.11 Extent of Competition in Consultancy Services
T13 Extent of Competition in Consultancy Services
4.12 Acceptance of Marketing Principles by Consultancy Organisations
T14 Attitudes of Consultancy Firms towards adopting Marketing
4.12.1 Need for Marketing in Consultancy Services
T15 Need for Marketing in Consultancy Services
F9 Necessity of Marketing in Consultancy Service
4.12.2 Reasons for not Recognising Marketing Function
F10 Reasons for Adopting Marketing in Consultancy Services
4.13 Classification of Activities (Departmentalisation) in Consultancy Services
T16 Reasons Why Marketing is not Necesssary
4.14 Number of Departments in Consultancy Organisations
T17 Classification of Activities of Consultancy Organisations
T18 Number of Departments in Consultancy Organisations
4.15 Delegation of Authority in Consultancy Organisations
F11 Departments in Consultancy Organisations
4.16 Organisation Structure in Consultancy Services
T19 Organisation Structure of Consultancy Firms
4.17 Organisation Chart in Consultancy Organisations
T20 Classification of Consultancy Firms on the basis of Organisation Charts
4.18 Manpower Requirements and Training in Consultancy Organisations 4.19 Guiding Principles and Code of Conduct for Consultants
4.18.1 Procedure for Selection of Consultants
4.18.2 Training of Consultants
4.18.3 Manpower Planning in Consultancy Services
T21 Code of Conduct Applicable to Consultancy Services
F12 Code of Conduct for Consultants
4.20 Liability of Consultants to Clients
T22 Classification of Respondents on the basis of Liability of Consultants for Deficiency of Services
5. MARKETING ORGANISATION FOR CONSULTANCY SERVICES
5.1 Marketing Orientation in Consultancy Organisations
1. Client Orientation
2. Competitor Orientation
3. Strategic Orientation
4. Integrated Marketing Organisation
5 Interfunctional Coordination
T23 Analysis of Marketing Orientation
T23A Relative Presence of Marketing Orientation Variables
F13 Marketing Orientation of Consultancy Organisations
5.2 Organising of Marketing in Consultancy Services
5.3 Marketing Function in Consultancy Organisations
T24 Formal Marketing Function in Consultancy Organisations
F14 Marketing Function in Consultancy Organisations
5.4 The Head of the Marketing Function in Consultancy Organisations
T25 The Head of the Marketing Function in Consultancy Organisations
5.5 Evaluation of Marketing Department
5.6 Marketing Resources without formal Marketing Function
5.7 Marketing Information System in Consultancy Services
T26 Consultancy Firms hiring / not hiring the Services of Outside Marketing Agencies
T27 Classification of Consultancy Organisations on the basis of Marketing Information System
5.8 Marketing Intelligence System
T28 Classification of Consultancy Firms based on Marketing Intelligence System
F15 Marketing Information System in Consultancy Organisations
5.9 Marketing Research in Consultancy Organisations
5.10 Marketing Planning System
T29 Classification of Respondents based on Marketing Research
5.11 Marketing Budget in Consultancy Organisations
T30 Classification of Consultancy Organisations based on Marketing Planning System
T31 Classification of Consultancy Organisations based on Marketing Budgets
5.12 Methods Used for Marketing Budget
T32 Methods Used for Marketing Budgets
5.13 Marketing Control System
T33 Marketing Control Techniques in Consultancy Organisations
5.14 Marketing Audit in Consultancy Services
6. ANALYSIS OF MARKETING OPPORTUNITIES
6.1 Identification of Target Market
6.2 Total Market and Served Market for Consultancy Services
6.3 Estimation of Market Demand
T34 Market Analysis by Consultancy Firms
T35 Methods used to estimate Market Demand
6.4 Market Segmentation and Targeting
T36 Consultancy Firms Practising Market Segmentation
F16 Market Segmentation by Consultancy Organisations
T37 Basis of Market Segmentation by Consultancy Firms
6.5 Market Selection Strategy
T38 Market Selection Strategies of Consultancy Organisations
6.6 Client Analysis
F17 Market Selection Strategies of Consultancy Firms
T39 Analysis of the Perception of Respondents regarding Client Behaviour
6.6.1 Client Needs
6.6.2 Client Buying Behaviour
6.6.3 Types of Buying Decisions
1. New Task Buy
2. Modified Rebuy
F18 Five-stage Model of Client Buying Process
3. Straight Rebuy
6.7 Clients Evaluation of Consultancy Services
6.7.1 Nature of Client
T40 Status of Clients of Consultancy Services
6.7.2 Need for Consultancy Services
F19 Organisational Status of Clients
6.7.3 Nature of Consultancy Sought by Clients
T41 Reasons for Approaching a Consultant
6.7.4 Criteria for Selection of Consultants
T42 Nature of Consultancy Sought by Clients
T43 Criteria for the Selection of Consultants
T43A Relative Importance of Criteria for the Selection of Consultants
6.7.5 Evaluation of Services by Clients
T44 Analysis of Clients Evaluation of Consultancy Services
T44A Relative Importance of the Variables of Consultancy Services
6.7.6 Benefits of Consultancy Services
T45 Benefits of Consultancy Services Received by Clients
F20 Clients Evaluation of Consultancy Services
6.7.7 Cost of Consultancy Services
T46 Clients Opinion Regarding Amount of Fees Charged by Consultants
6.7.8 Evaluation of Client Satisfaction
6.7.9 Clients Suggestions for Improving Consultancy Services
T47 Extent of Client Satisfaction
7. ANALYSIS OF MARKETING STRATEGIES
7.1 Elements of Consultancy Marketing Mix
T48 Knowledge of Service Marketing Mix by Consultancy Firms
7.2 Relative Importance of Marketing Mix Elements
T49 Summary of the Relative Importance of Consultancy Marketing Mix Elements
7.3 The Service (Product) Strategy
T49A Relative Importance of Consultancy Marketing Mix Elements
7.3.1 Services Features
T50 Knowledge of Services Features by Consultancy Firms
7.3.2 Quality of Consultancy Services
F21 Marketing Strategies of Service Firms
T51 Methods used for Managing Service Quality
7.3.3 Consultancy Services Life Cycle
T52 Classification of Consultancy Firms on the basis of Stages of Services Life cycle
7.3.4 Branding of Consultancy Services
F22 Consultancy Services Life Cycle
7.3.5 Extended Services by Consultancy Firms
7.4 Pricing Strategies
T53 Extended Services by Consultancy Firms
7.4.1 Objectives of Pricing Policy
T54 Pricing Objectives of Consultancy Firms
7.4.2 Pricing Methods
T55 Pricing Strategies followed by Consultancy Organisations
7.4.3 Differential Pricing
T56 Statement Showing Price Discrimination followed by Consultancy Organisations
7.5 Distribution Decisions
7.5.1 Location of the firm
7.5.2 Channels of Distribution
7.6 Promotion Decisions
T57 Channels used by Consultancy Firms in the Distribution of Services
T58 Methods used by Consultancy Organisations for Marketing Communication
7.6.1 Advertisement by Consultancy Organisations
T59 Classification of Respondents on the basis of Advertisement by Consultancy Firms
F23 Methods of Marketing Communication by Consultancy Firms
F24 Advertisement by Consultancy Firms
7.6.2 Personal Selling by Consultancy Organisations
T60 Classification on the basis of Media used for Advertisement
7.6.3 Marketing Communication through Publicity
7.6.4 Sales Promotion Methods used by Consultancy Firms
7.7 People in Consultancy Services
T61 Sales Promotion Methods used by Consultancy Firms
7.8 Service Delivery Process in Consultancy Services
T62 Classification on the basis of Internal Marketing
7.9 Physical Evidence in Consultancy Services
T63 Use of Information Technology by Consultancy Firms in the Service Delivery Process
8. FINDINGS, RECOMMENDATIONS AND CONCLUSION
8.1 Findings of the Study
8.2 Recommendations
8.2.1 Recommended Marketing Plan for Consultancy Services
F25 The Client Delight Chain
F26 The Marketing Planning Process
8.3 Conclusion
SELECTED BIBLIOGRAPHY
BOOKS
JOURNALS
APPENDIX
MARKETING OF CONSULTANCY SERVICES IN KERALA
Interview Schedule for Consultants
Interview Schedule for Clients of Consultants